CentraState Healthcare System

  • Patient Representative

    Posted Date 2 months ago(5/24/2018 5:08 PM)
    Position Type
    Regular Part-Time
    CentraState Medical Center
    Work Schedule
  • Overview

    Functions as a liaison in the Emergency department and the inpatient units between the patient/family and CentraState Healthcare System by addressing issues and concerns raised by the patient and/or family to improve patient satisfaction.


    • Provides emotional support to patients and anxious family members.
    • The ED Rep acts as liaison between patient and /or family members and appropriate staff, including radiology, nursing, ultrasound, lab, transport, admitting, housekeeping, and access services.
    • Acts as liaison between patient and/or family members and appropriate staff (including physicians). Listen to patient concerns.
    • Attends bed management.
    • Answers patient/family questions in ED waiting area. Investigates delays in treatment and wait times.
    • Conducts rounds with ED patients to check their status, provides comfort care, food, etc. Provides information based on questions asked by patients, after clearing with ED staff.
    • Coordinates CentraStar employees, including: locating employee mentioned, emailing dept. manager for approval, scheduling photo, notifying Public Relations, displaying recognition.
    • Documents all lost belongings into RL Solutions.
    • Documents patient complaints and notifies supervisor.
    • Documents formal complaints and concerns through by protocol.
    • Establishes and maintains a good working rapport with clinicians throughout the System, Foundation and Administration.
    • Exchanges phones and call bells that are broken.
    • After 8pm, handles floor issues. Maintains contact and update nursing supervisor. Maintains contact with IP Rep.
    • Keeps supervisor informed of all complaints, losses, etc. on an ongoing basis.
    • Keeps track of all VIP patients. Documents stay in department and visit twice daily. Maintains contact with Foundation where appropriate.
    • Orders supplies, including pads, pens, eye masks, crayons, and coloring books.
    • Performs formal documentation protocol for all patient concerns and follow up. Informs 6p-10p Reps about any and all issues that have occurred during the day, as well as emails received the following day on any issues that need follow up.
    • Precepts new employees.
    • Promotes safe work practices. Clear hallways and keep safe work conditions.
    • Provides bus tickets and makes taxi calls for patients, as requested by nursing.
    • Provides wheelchairs to patients as needed. Locates wheelchairs throughout facility as needed.
    • Reports televisions that are broken and cannot be fixed with Rep intervention.
    • Responds to calls from administration on family/patient complaints.
    • Responds to codes.
    • Purchases balloons for patients with birthdays.
    • Responsible for patient comfort by providing Bibles and magazines for patients. Provides call bells, remotes, and phones in working order.
    • Returns any calls related to patient issues.
    • Visits all patients in ED that are holding to be admitted.
    • Visits all admitted patients.
    • Works with admitting/throughput.
    • Updates supervisor on all issues that have occurred during the shift in the event should follow-up be required.



    Bachelor’s Degree or an equivalent combination of education and experience preferred.


    Work Experience:

    Experience in healthcare required.


    Required Knowledge and Skills:

    Strong customer service skills.

    Physical Demands

    Working Conditions:

    Works in Emergency department and inpatient units visiting sick/injured patients.



    Potential for exposure to blood and/or body fluids.


    Physical Demands:

    Sitting - Occasionally

    Standing/Walking - Continuously

    Kneeling/Stooping - Rarely

    Bending/Climbing - Never

    Reaching above shoulder, at waist or below waist - Rarely

    Lifting/Pushing or Pulling up to 40 pounds - Occasionally

    Lifting/Pushing or Pulling over 40 pounds - Occasionally

    Typing/Filing – Rarely



    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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